T40 Flashcards
what is quality?
quality is when a product or service is of goof quality when it meets needs and expectations of the customer.
what are expectations that products need to meet?
performance, appearance, availability and delivery, reliability, price or value for money
what are advantages of good quality products?
-customer satisfaction
-higher customer loyalty
-repeat purchases
-lower marketing costs
what are disadvantages of poor quality products?
-losing customer loyalty
-losing high business reputation
-costs of remaking a product
-competitive disadvantage
What are quality circles?
Small groups who work in same area of production who meet to review and promise ways to improve products
What are examples of poor quality?
- product fails
- product does not perform as promised
- product is delivered late
- poor instructions or directions
- unresponsive to customer service
What is quality CONTROL?
Quality control is based on inspection of a product after it is ‘completed’ and is then checked for errors and defects which are then taken out.
What is quality ASSURANCE?
When quality is built into production leaving no room for errors to occur. Improving processes for producing the product to ensure good quality.
What is total quality management?
A management ‘philosophy’ committed to a focus on continuous improvement of products and services with the involvement of the entire workforce.
What process does TQM follow?
Quality chains - each stage of production needs to be checked
Company policy- company wide policy which must start at top of business
Monitoring & control- regular checks must be made to make sure consistency in delivery of quality.
Teamwork- improves communication. Teams solve problems
What are advantages of TQM?
- puts customer at heart of production process
- motivational since workers feel more involved
- less wasteful than throwing out defective products
- elimination of inspection
What are disadvantages of TQM?
- requires strong leadership
- substantial investment in training and support
- may become bureaucratic (complicated)
- distribution and costs outweigh benefits
What are the aims of using ‘continuous improvement’
- approaches to improve management in the pats
- improve efficiency and quality
- improving productivity
How does kaizen eliminate waste?
- time wasted while staff waiting around (waiting for materials to arrive)
- walking to get tools
- irregular use of a machine (once a month order)
- excessive demands on machines (people start working overtime)
How does kaizen implement continuous improvement?
- PLAN - businesses must identify where improvements are needed. A plan is then developed
- DO - once plan is finalised it must be carried out
- CHECK - check if it has been an improvement
- ACTION - if plan is successful introduce it to all parts of business
